question Facing issue on Assignment group in Employee Slate and Employee Center forum

Facing issue on Assignment group

sontamlavan — Fri, 01 Nov 2024 14:51:07 GMT

Hi All,

I am new to ServiceNow and need help with an issue related to the Assignment Group field. The Assignment Group should populate based on the values of the Category and Sub-Category fields on the incident form. However, even after creating assignment lookup rules, the Assignment Group field only populates based on the Category field and not the Sub-Category field. How can I resolve this issue?

Advance Thanks.

Re: Facing issue on Assignment group

Murthy Ch — Sat, 02 Nov 2024 22:36:19 GMT

Hello @sontamlavan

I believe the assignment details will populate based on category, sub-category, CI and Location.

If all of these values matched then the assignment group and assigned to will be auto-populated.
It would be great if you can share your assignment rule record. Also make sure no BR's, UI policies or CS are conflicting. Sometimes these will leads to an issue.

Re: Facing issue on Assignment group

ShubhamG8662710 — Sun, 03 Nov 2024 04:03:13 GMT

Hello @sontamlavan
Hope you are doing well!
Make sure you have selected the right values in your assignment lookup record.
If you have some value in CI and location in your assignment lookup record then it will overwrite based on that config.
CHeck this example out that I have added in my PDI,

Also, check your existing Business rules and client scripts.
Please mark my answer if you find it helpful.